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SCT07 - Omni Channel

Seamless experience across multiple customer touchpoints and channels, providing unified customer data and cross-channel continuity through the API.

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Overview

This capability enables your platform to deliver a consistent and seamless customer experience across all channels with unified data and transaction continuity via API integration.

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Features

FeatureDescription
Cross-Channel ContinuityContinue transactions across channels
Unified Customer ViewSingle view of customer data
Channel ManagementCentralized channel control
Session HandoffTransfer sessions between channels
Multi-Device SupportSynchronized state across devices

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Configuration Options

LevelChannelsFeatures
BasicLimited (2-3 channels)Basic integration
StandardCore channelsCross-channel continuity
AdvancedAll channelsComplete omnichannel experience

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API Usage

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Get Unified Customer Profile

GET /api/v1/customers/{customer_id}/profile/unified
Authorization: Bearer {access_token}
Response: 
{
  "customer_id": "cust_123456",
  "profile": {
    "name": "John Doe",
    "email": "[email protected]",
    "phone": "+44123456789"
  },
  "channels": {
    "web": {"last_active": "2024-01-15T10:30:00Z", "sessions": 45},
    "mobile_ios": {"last_active": "2024-01-15T09:15:00Z", "sessions": 120},
    "mobile_android": {"last_active": "2024-01-10T14:00:00Z", "sessions": 30}
  },
  "preferences": {
    "notification_channel": "PUSH",
    "preferred_language": "en"
  }
}

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Create Cross-Channel Session

POST /api/v1/sessions/handoff
Content-Type: application/json
Authorization: Bearer {access_token}

{
  "source_session_id": "sess_web_123",
  "target_channel": "MOBILE_IOS",
  "context": {
    "current_flow": "PAYMENT",
    "transaction_draft_id": "draft_abc789"
  }
}
Response: 
{
  "handoff_token": "ho_xyz123",
  "expires_at": "2024-01-15T10:35:00Z",
  "target_channel": "MOBILE_IOS",
  "context_preserved": true
}

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Resume Session on New Channel

POST /api/v1/sessions/resume
Content-Type: application/json
Authorization: Bearer {access_token}

{
  "handoff_token": "ho_xyz123",
  "channel": "MOBILE_IOS",
  "device_id": "device_abc123"
}
Response: 
{
  "session_id": "sess_mobile_456",
  "customer_id": "cust_123456",
  "context": {
    "current_flow": "PAYMENT",
    "transaction_draft_id": "draft_abc789"
  },
  "handoff_complete": true
}

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Get Channel Activity

GET /api/v1/analytics/channels
Authorization: Bearer {access_token}
Response: 
{
  "channels": [
    {"channel": "WEB", "active_users": 1200, "transactions": 3500},
    {"channel": "MOBILE_IOS", "active_users": 2500, "transactions": 8200},
    {"channel": "MOBILE_ANDROID", "active_users": 1800, "transactions": 5100},
    {"channel": "API", "active_users": 150, "transactions": 25000}
  ],
  "cross_channel_journeys": 450
}

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Channel Types

ChannelDescription
WEBBrowser-based access
MOBILE_IOSiOS application
MOBILE_ANDROIDAndroid application
APIDirect API integration
WEBHOOKEvent notifications

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Integration with Other Capabilities

CapabilityIntegration
SCT04 - PaymentsCross-channel payment flows
SCT06 - Decision SupportChannel analytics
SCT11 - ComplianceChannel-specific compliance

Session APIs

View detailed session API specifications

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Subscription Tier Availability

TierConfiguration Level
StarterNot included
ProfessionalStandard
EnterpriseAdvanced
CustomConfigurable